Mass General Brigham

Site: Newton-Wellesley Hospital

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Replacement position for Security Officer Paul Bourque at the main lobby of 159 Wells ave. Concierge will greet all patients for Spine, Pain, Sleep, Radiology, Rehab, and Boston Hand to Shoulder Offices here at Wells avenue.

Job Summary

Summary

Responsible for providing personalized assistance and support to patients, families, and visitors by providing a range of services and ensuring that patients' non-medical needs are met.

Does this position require Patient Care?

No

Essential Functions

• Provide personalized assistance and support to patients, families, and visitors.
• Offer guidance and information regarding hospital services, amenities, visiting hours, and general hospital procedures.
• Coordinate and arrange patient transportation within the hospital, such as wheelchair assistance or escorting patients to different departments or diagnostic areas.
• Serve as a liaison between patients, their families, and hospital staff.
• Assist patients in navigating appointment scheduling, rescheduling, or cancellations.
• Greet and assist visitors, providing information about visiting hours, policies, and amenities.
• Coordinate the provision of comfort items and amenities to patients, such as blankets, pillows, or reading materials.
• Provide assistance and support during the discharge process, ensuring that patients and their families have the necessary information, instructions, and resources for a smooth transition from the hospital to their home or care facility.

Qualifications

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?

No

Licenses and Credentials

Experience

Customer Service Experience 1-2 years preferred or Healthcare Experience 1-2 years preferred

Knowledge, Skills and Abilities

• Knowledge of hospital services, departments, and procedures.
• Familiarity with appointment scheduling systems and hospital software.
• Excellent interpersonal and communication skills, with a compassionate and empathetic demeanor.
• Strong organizational abilities and attention to detail.
• Proficiency in using computer systems, communication tools, and relevant software.
• Ability to handle confidential and sensitive information with integrity.

Additional Job Details (if applicable)

Physical Requirements

• Standing Frequently (34-66%)
• Walking Frequently (34-66%)
• Sitting Occasionally (3-33%)
• Lifting Occasionally (3-33%) 35lbs+ (w/assisted device)
• Carrying Occasionally (3-33%) 35lbs+ (w/assisted device)
• Pushing Occasionally (3-33%)
• Pulling Occasionally (3-33%)
• Climbing Occasionally (3-33%)
• Balancing Frequently (34-66%)
• Stooping Occasionally (3-33%)
• Kneeling Occasionally (3-33%)
• Crouching Occasionally (3-33%)
• Crawling Occasionally (3-33%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Frequently (34-66%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Onsite

Work Location

159 Wells Avenue

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

Newton-Wellesley Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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